CTS - Desktop Support Consultant
Qualifications & Expectations:
- Intermediate knowledge of Microsoft Windows operating systems or Mac OS in a networking environment.
- Intermediate knowledge of personal computer hardware. Previous hardware troubleshooting experienced desired.
- Basic knowledge of standard software applications, including Microsoft Office (Word, Excel, Access).
- Ability to work in a team environment.
- Ability to communicate in a clear and professional manner, with students, faculty, campus staff, and CTS staff.
- Ability to remain professional in stressful situations.
- Exceptional written and verbal communication skills.
- Ability and willingness to search for answers to technical issues using all available resources (UWP Knowledge Base, web FAQs, Google, etc.).
- This position operates under general supervision.
Job Functions:
- Work closely with all CTS staff to provide efficient and cost effective desktop and network technologies. Support desktop and lab computers in the UWP networking environment.
- Assist in researching technical issues.
- Record time spent on service calls and details of issues and resolutions.
- Provide 2nd level technical support in faculty/staff offices as needed to ensure timely client service and appropriate issue resolution.
- Escalate technical support issues that cannot be resolved to ensure timely service to the client and issue resolution.
- Responsible for ensuring the security and confidentiality of all customer data and information; protect against unauthorized access or use of such data or information that could result in substantial harm or inconvenience to any campus user using University owned equipment.
- Other duties as assigned.
Professional Development Requirements:
- Attend all required Professional Development Training
- Read books, periodicals, and internal documentation to improve knowledge of the information technology and future trends.
- Attend classes, training, and workshops to increase IT knowledge and other relevant skills as designated by Client Services Manager and Desktop Support full time staff.